AI Tools

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The Education & Knowledge team uses AI tools to work more efficiently—not to replace the judgment, expertise, and review that define quality content. This section covers how we use AI, what we avoid, and the ground rules that keep our work accurate and compliant.

Approved Tools

Perplexity AI is an IT-approved tool for team use. Access requires an individual license—see the link at the end of this section for the full IT policy and access request process.

Perplexity AI: Use for research, topic exploration, drafting Help Center articles, course content, and other documentation.

How We Use AI

AI is a starting point, not a finish line. Here is where it fits into our workflow:

First-draft copy. Use AI to generate an initial draft of Help Center articles, course content, or instructional copy—then refine for accuracy, voice, and Liaison style.
Editing and rewriting. AI can help tighten language, improve readability, or restructure content. Always review the result against the original source material.
Course and training content. AI accelerates module drafting and scenario writing. Reviewing content before publishing.
Help Center documentation. Use AI to draft procedural steps or overview content. Verify all steps against the product UI before publishing.

Do Not Use AI For

Final, publish-ready content. Every piece of AI-assisted content requires a human review for accuracy, tone, and compliance before it goes live.
Proprietary or in-development product information. Do not enter unreleased features, roadmap details, or internal product specifications into any AI prompt.
Customer or PII data. Never input client names, account details, user data, or any personal identifiable information (PII).

Full IT Policy & Access Requests

For the complete AI Acceptable Use Policy, license requests, and IT support, visit the Liaison IT Support Portal – Jira Service Management.

ChatGPT: used to review written content.
Perplexity: used to review written content (Liaison preferred).
Piktochart: used to create custom infographics, charts, and presentations.
Playground: used to create stock applicant profile pictures.
Copy.ai: used to create marketing-type emails.
Otter.ai: used to create a transcript of an existing video (useful when getting a transcript/RMS file for an existing video).

Note that Expert (NiCE KM) also has AI tools (see Tools).